Europcar Sarajevo Withholds $401 Deposit Over Unverified Hairline Scratches
I rented a Skoda Kodiaq from Europcar's Sarajevo Airport office for the dates April 9, 2026 – April 11, 2026. While returning the vehicle on April 11, we jointly identified hairline scratches on the right side. Office staff explicitly stated that these scratches would be inspected after the car was washed, that post-wash photos would be sent to me, and that my deposit would be refunded if there were no issues. Since my flight departure was approaching, I recorded a detailed video of the vehicle upon drop-off and left the office.
By the evening I returned home, I had received neither photos nor any update. When I called the office, they stated that nothing was determined yet and that they would check it a week later. Despite calling and writing repeatedly since that day, I received no response whatsoever. As of today, 18 days have passed, and I finally managed to reach someone. I was told that because the vehicle was rented to other customers right after me, the condition of the scratches could not be determined, and because they keep renting out the car continuously, they haven't had free time to inspect it—stringing me along while constantly asking me to wait.
Although I tried sending emails to customer service in Bosnia multiple times, my emails failed to deliver with error messages, meaning I could not find a head office, central hub, or official complaint channel beyond the local rental office. The most critical point in this process is that the scratches were not metal scratches, but minor bush/branch brush scratches; they were hairline marks that even faded when wiped by hand, and I am certain they would disappear after a proper car wash. Because the car was rented out again after my return, I am concerned that if new scratches occur on the same panel, the liability will be unfairly pinned on me. The only proof I hold is my own vehicle return video, and because no post-wash photos were ever sent to me, I do not even know whether the initial marks washed off. If necessary, I can share the video I recorded during drop-off.
Despite all these delays and lack of communication, my $401 security deposit has been held on block for 18 days without a logical, written, or evidence-backed explanation. I refuse to accept that my deposit is being withheld for this long without the vehicle being washed and inspected as promised, without sending me photos, and without any clearly established damage. I demand that Europcar immediately and fully refund the $401 deposit held for this vehicle rental from Sarajevo Airport.
